Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation and synthetic reality technologies. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube.
Job Description:
The Fleet Support Specialist is the frontline technical authority responsible for maintaining operational readiness across Shield AI customer fleets. This role directly impacts mission success, customer trust, and continuous product improvement.
You will troubleshoot complex aircraft and system-level issues, support operators and Field Service Representatives in real time, and partner cross-functionally to resolve fleet-wide challenges. You serve as the bridge between the field and Engineering, translating operational realities into actionable technical solutions and product improvements.
This position requires strong technical judgment, adaptability, and the ability to operate effectively in dynamic, high-consequence environments. The ideal candidate thrives under pressure, communicates clearly with diverse stakeholders, and takes ownership of problems through resolution.
What you'll do:
Fleet Technical Support
Serve as the primary point of contact for internal and external fleet technical issues
Troubleshoot aircraft, ground support equipment, and system-level issues remotely and on-site
Provide clear, structured written and verbal troubleshooting guidance to operators and Field Service Representatives
Rapidly assess technical risk and prioritize actions to restore operational readiness
Document findings, resolutions, and recurring issues to improve support processes
Field & Customer Operations
Serve as a trusted technical partner to customers, providing responsive, professional, and mission-focused support
Travel as required to support fielded systems and deliver hands-on troubleshooting and resolution in operational environments
Communicate clearly and confidently with operators, maintainers, and leadership to diagnose issues, set expectations, and drive resolution
Represent Fleet Support in cross-functional coordination with Engineering, Product, Manufacturing, and Field Service to ensure aligned and timely solutions
Provide structured feedback from customer interactions to internal teams to improve reliability, usability, and support processes
Support high-tempo operational environments where rapid decision-making and disciplined communication are critical
Engineering & Cross-Functional Collaboration
Capture recurring field issues and identify systemic improvement opportunities
Partner with Engineering to troubleshoot root causes and validate corrective actions
Contribute to development and refinement of troubleshooting guides, service documentation, and knowledge bases
Assist with product testing and validation activities to ensure field reliability
Advocate for operator experience and maintainability in product discussions
Technical Validation & Readiness
Perform benchtop testing of aircraft components and ground support equipment prior to fielding
Maintain Shield AI Air Vehicle Operator Certification to support operational proficiency and customer assistance
Stay current on system updates, configuration changes, and new product releases
What success looks like:
Fleet issues are resolved efficiently with minimal operational disruption
Customers view Fleet Support as responsive, technically authoritative, and mission-aligned
Cross-functional teams receive clear, actionable technical feedback from the field
Recurring issues are reduced through structured root cause analysis and collaboration
Documentation and troubleshooting processes continuously improve
Required qualifications:
Demonstrated troubleshooting and mechanical/maintainer experience
Ability to work independently while contributing effectively within a small, high-performing team
Strong written and verbal communication skills, particularly in customer-facing technical environments
Experience operating in dynamic, unpredictable, or austere environments
Customer-focused mindset with strong accountability and follow-through
Ability to acquire and maintain Shield AI Air Vehicle Operator Certification
Ability to pass background check and drug screening in accordance with company policy
Ability to pass medical and dental screenings as required by customers
Ability to obtain and maintain a Secret DoD security clearance as required by customers
Preferred qualifications:
Experience leading complex technical troubleshooting efforts
Avionics or electronics troubleshooting/repair experience
Internal combustion engine repair and performance knowledge
Experience supporting UAS operations in land or maritime environments
FAA Ratings (Part 107, Private Pilot, Commercial, Instrument, CFI)
A&P certification
